Delivering Service on a Quality Platform: Case of Medical Device Testing Services from a Research Institution of National Importance

Abstract

When an organization which is not necessarily in the business of service, enters into a new service development process, there happens a parallel design of operations. The development of the service process is thus tuned in such a way that the strategic objective of the organization, the unmet customer need and the operational excellence which benefits the customer are well designed. The Biomedical Technology Wing of the institute has the mission to promote research and development in biomedical engineering and technology. The technology thus developed is transferred to the medical device industry for commercialization. Hence the target customer group is the medical device industry.